Frequently asked customer questions and answers

If you cannot find suitable answers to your questions, please describe your concern to us in the support form.

Technical questions

Stream buffers - Why does the livestream buffer, where do the interruptions come from?

If several listeners complain at the same time that the livestream cannot be received without interruptions, i.e. the player constantly buffers and there are breaks in the music, the reason is that the incoming stream (the live DJ's feed) is not reaching the server fast enough.

Possible causes:

the upload capacity of the DSL connection is insufficient. Workaround: reduce encoder settings, e.g. to 96kbps/44kHz or 64kbps/22kHz.

the DJ is performing additional FTP uploads or sending emails with a large attachment.

Please note that if you want to broadcast live in 128 kbit/s, a permanent data upload of about 140 kbit/s must be guaranteed. Do not confuse the advertising slogans such as 'DSL 6000' or 'up to 16,000 kbit/s fast' with the maximum bandwidth performance for the upload. The upload limit is only a fraction of the advertised download rate for ADSL.

Jumps in the increase or decrease of number of listeners?

"Stream Rippers" (e.g. Radio.fx/ClipInc, Radiotracker) allow the listener to create music wishlists and to search for specific song titles in web radios to record them automatically. The tools select web radio addresses from public lists at Shoutcast or Icecast.
If the stream rippers do not find anything or the title update fails to appear for a longer period of time, they switch off again.

A long-term solution is only possible if you stop your radio being publicly listed. (Encoder/server parameters: public server: no/never. Give up as well the automatic transfer of title updates.
Blocking individual IP addresses (creating a ban list) does not lead to long-term success as this relates mostly to dynamic IPs.

Commercial and general questions about account management

Why do I only have 5 slots?

With the instant activation of your radio server 5 simultaneous listener places (so-called slots) are available. Through experience, this number is sufficient to test our service in detail.

Once your money transfer (for the PDF bill sent separately via email) is credited to our account, you server will immediately get the full number of slots you ordered. All your data and individual settings keep available.

What are the contract and payment terms?

The minimum term is a one month period and begins the day your payment is received.

We basically work according to the prepaid principle, i. e. you top up your streaming account with us, consume the credit, and decide for yourself whether you want to pay for one, three, six or twelve months in advance.

You will not receive payment reminders from us or mails from a collection agency. If you do not settle a bill on time, your server is automatically disabled and only enabled again after receipt of payment.

How and when can I cancel my account/contract?

You can cancel at any time at the end of your current billing period (validity of credit) by email, post, fax or the easiest way to cancel is using the cancellation form in the customer area.

How can I pay, what payment options are available?

You can pay by bank transfer (online banking, bank transfer/deposit over the counter at a bank), or via PayPal.

We do not offer direct debit (deduction from your bank account). We recommend creating a standing order if you want your transfers to take place automatically on a certain day of the month. Our bank details can be found here: Bank account details (PDF)

I have paid the amount of the bill, how quickly can I get the full number of slots / when will my server be enabled again?

Once we have received your payment, the credit is assigned to your streaming account and your server is (re)enabled. You will be informed by email about the successful accounting transaction.

Please note that the transfer of funds between financial institutions usually takes one to two business days. Banks do not perform accounting transactions on weekends or public holidays.

If you initiate a bank transfer on a Friday afternoon, Saturday or Sunday, it will not be processed by the bank until the next business day - on Monday.